Customer Success Specialist - Cantonese Speaker

About Shell

Shell is the petroleum retail market leader in Malaysia, having more than 950 stations nationwide, catering to one-third of Peninsular Malaysia and half of Sabah and Sarawak's market requirements, and is the largest natural gas producer in Malaysia, catering to more than 40 countries worldwide.

Customer Operations is the umbrella organization for the Downstream customer-related processes, which encompasses the entire chain of customer-facing activities. Shell partners with more than a dozen Downstream businesses and functions, including Lubricants, Marine, Aviation, Specialties, Retail, Fleet Solutions, Trading & Supply, Finance Operations, and Credit.

Purpose

Customer Operations make a huge impact on Shell customers’ experience and its businesses’ performance through their interactions. This job plays a critical role in delivering for the customer, so Shell customers choose Shell more often and in preference to its competitors, ultimately generating higher returns for Shell. The COS Deal Management supports Account Managers/Territory Managers in onboarding Customers to Shell and delivering all relevant changes to the customer agreement throughout the contract life-cycle. The COS Deal Management owns pricing and the contract setup, amendment, and management process. This role makes sure Customers find it easy to do business with Shell by providing a best-in-market customer experience.

Your role

This role may focus on some or all the accountabilities below, depending on operational requirements. These activities cover all Customer levels including Key Accounts and Platinum Customers.

Responsibilities:

Card Order and Account Management:

• Create, replace and cancel the card as required.
• Update and amend card settings including product, velocity, and other details.
• Manage the delivery of orders – take ownership of delivery status inquiries and troubleshooting.
• Manage account master data amendments and inquiries.
• Liaising with other stakeholders such as sales, marketing, credit, and other service partners on various services.

Credit management

• Handle credit-related inquiries including payment methods & allocations, refund/write-off, and credit requirements for credit assessment.
• Liaise with credit service partners for blocked and account reactivation due to overdue payment, overtrade, and dormant accounts.

General inquiries

• Handle New Business – Provide end-to-end guidance for potential new customers to apply for accounts with Shell.
• Marketing campaign – To handle and resolve all queries relating to marketing activities.
• Transaction at the station – Troubleshoot and resolve the transaction-related issue at the station which may be due to various reasons.

Dispute management

• Own the end-to-end disputes process, which includes logging disputes, undertaking initial investigations, and liaising with relevant service partners to resolve disputes. Close the loop with the customer on the case outcome and confirm the closure of the case.

Feedback and issues

• Manage customer complaints, feedback, and compliments. Liaise with resolution owners and other service partners as required.
• To perform service recovery to ensure corrective and preventive measures are taken before closing the loop with customers.

Online service support and setup

• Support and proactively encourage uptake and utilization of online services.
• Act as first-level support for system interface issues and errors.
• Guide customers for online system navigation.
• Assist in online services registration for system-to-system setup with existing customers.
• Assist in setting up a new user and amending existing user details in the online system.

Training, development & rotations

Every step of the way, Shell supports you through a combination of structured training, informal on-the-job learning, regular check-ins, and inspiring mentors.

Whether you’re experiencing different areas of business or different major projects, you’ll always have opportunities to develop and grow. Above all, Shell helps you build rock-solid foundations for a challenging and exciting career.

At the outset, you will be assigned a senior supervisor to help guide your progression through Shell’s Commercial Business division. They will agree to a planned course of action with you and provide all the means necessary to achieve your career goals.

You will have the opportunity to sample two or three rotations, each offering a broad range of challenging responsibilities.

Salary & benefits

The average salary for Associate-AR ranges from MYR 34,000 to MYR 40,000/yr in Malaysia.

• Health Insurance.
• Comprehensive financial rewards and benefits
• The social network
• Prepaid Legal.
• Long-term Disability Insurance.
• Accidental Death & Dismemberment Insurance.
• Temporary Disability Insurance.

Career progression

Shell, is committed to fostering an inclusive culture and creating opportunities for diverse employees to thrive at work every day. You’ll have access to the resource system, which lists most jobs within Shell. With every opportunity to move up in the talent pipeline, you’ll get help to manage your career and develop your skills. Depending on your location and role, you may get the chance to participate in overseas learning programs, as well as short and long-term international assignments. Move between roles in different parts of the business and have the opportunity to grow and nurture your expertise.

Work-life balance

Monday to Thursday you will have to work full pace. Fridays are a different matter of enjoying quality time. It’s a working pattern no one would be surprised to see  Shell is rated 4.4 out of 5, based on 1.2k reviews by employees on Ambition Box.

Culture & Vibe

The company culture fosters indecisive and incompetent leadership. Shell Malaysia is one of the first employers in Malaysia to implement diversity and inclusion (D&I), and today, Shell continues to promote D&I integration into operations and culture. The levers they use to progress and embed D&I include communication, education, recruitment, development and mentoring, and building a supportive and inclusive work environment. Shell openly share policies and implementation approach with other employers in Malaysia to help advance the D&I agenda.

About you

• Minimum Bachelor’s degree (CGPA 3.0 and above) in any field of study.
• Possess strong leadership and teamwork-based experience.
• Fresh graduates with less than 1 year of working experience.
• Strong proficiency (read/write/speak) in English and Cantonese (supporting the Hong Kong market).

How to apply

To apply for the job just click the Apply on employer site button below and submit your resume and credentials. You’ll be asked for your personal information. Shell recommends you apply as soon as possible.